Keep abreast of the CX industry and read the latest news, updates and blog posts.

May 26, 2017

We recently had the rare privilege of receiving a brief from a client that said, essentially, “our people have been through the ringer.  They’ve had so much training around what we need from them – we want you do something different and we don’t want you to even call i...

May 12, 2017

As the unprecedented pace of advances in the digital world overshadow the contact centre landscape, the way forward may rest in some old-fashioned principles, argues Steve Doyle, The Customer Experience Coach.

PDF: Answering the challenge of customer expectations in the...

February 9, 2017

Continued from yesterday's post...

Removing sources of dissatisfaction by addressing extrinsic issues will improve an employee’s experience, but only by targeting intrinsic issues can an employer actively promote true job satisfaction.

Here, therefore, is a true pat...

January 16, 2017

”Living backwards!” Alice repeated in great astonishment.

 “I never heard of such a thing”.

“-But there’s great advantage in it” the queen said kindly, “in that one’s memory works both ways”.


December 16, 2016

  1. Stop problems before they happen—Companies can better target VOC implementation efforts if they can “take off the table” a range of customer complaints by determining the relative degree of dissatisfaction each can cause

  2. There is no “VOC Lite”—VOC implementati...

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